Deskside Support Engineer- L2

About Ekco

🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!

We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients’ existing technology investments.

☁️ In a few words, we take businesses to the cloud and back!

🌍 We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Ireland, Benelux, South Africa & Malaysia.

The role 

We are seeking an experienced Deskside Support Engineer to join our team in Dublin, supporting one of our key clients. This is a great opportunity for a driven professional to advance their career with a leading IT service provider. You'll be part of a high-performing team, working onsite and using cutting-edge technology to deliver exceptional support.

Key responsibilities:

• Provide on-site and remote support to end-users, resolving hardware and software issues across desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve technical issues related to Microsoft 365 applications (e.g., Outlook, Teams, OneDrive, SharePoint).
• Support user access and account management in Azure Active Directory, including password resets, permissions, and group memberships.
• Assist in the deployment, configuration, and support of mobile devices through Mobile Device Management (MDM) platforms such as Microsoft Intune.
• Provide support for Azure-hosted servers, including monitoring, patching, and basic configuration tasks.
• Assist with Windows Server administration, including user management, file permissions, and routine maintenance tasks.
• Support IT onboarding and offboarding processes, including provisioning equipment and ensuring appropriate system access.
• Respond to and manage incidents and service requests via the ticketing system, ensuring timely resolution and adherence to SLAs.
• Collaborate with the wider IT team to escalate complex technical issues and contribute to long-term solutions.
• Maintain accurate and up-to-date documentation, including infrastructure diagrams, user guides, SOPs, and asset registers.
• Participate in hardware refresh projects, software rollouts, and infrastructure upgrades.
• Follow ITIL best practices and ensure all work aligns with internal policies and compliance requirements.
• Stay current with new technologies, particularly within the Microsoft and Azure ecosystems, and take part in training and certification opportunities.

Key Requirements

•  3rd Level IT related degree desirable
• 3 -5 years of experience in a similar role
• Industry certifications – Azure, Office365. A and Network desirable
• Strong knowledge of Microsoft Azure, Office365, & Windows Server desirable
• Understanding of ITIL framework
• Experience in adhering to KPIs
• Excellent communication skills with the ability to support clients remotely

Benefits/Perks

• ☀️ Time off - 25 days leave public holidays
• 🎂 x1 day Birthday leave per year
• 💰 Company Pension Scheme (employer contribution 5%) flexible salary sacrifice
• 📞 Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
• 🏃‍♀️ EkcOlympics - a global activity for fun!
• 📚 Learning & development - Unlimited access to Pluralsight learning platform

• 🌱 A lot of responsibilities & opportunities to grow (also internationally)

Why Ekco

• ⭐️ Microsoft’s 2023 Rising Star Security Partner of the year
• 🚀 VMware & Veeam top partner status
• 🏅 Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
• 🌈Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
• 🎉 We recognise the value of internal mobility and encourage opportunities for internal development & progression
• ✨ Flexible working with a family friendly focus are at the core of our company values